one california woman said she cn -- well with her new iphone but the store refused to take it back. kurtis ming. >> reporter: she says she coulr properly out of her i-phone 5. >> sounds like there was a towel or piece of clock over the speakers. >> reporter: she says she brought it back within two weeks but apple refused to take back the iphone, saying these two screws were missing, showing she tampered with the phone. she says she didn't. >> of course at this point i'm borderline heart attack. i don't know who's opened my phone. >> reporter: jessica says she's never heard of iphones being shipped without screws. >> it would take a lot to unscrew your phone and go in to it. i'm looking at the phone now. the screws are very, very tiny. i don't even have a screwdriver at home that would unscrew these. >> reporter: but what about the muffled speaker? with any product there are bound to be some bad apples. >> they're shipping and producing mass quantities of these electronics and sometimes mistakes happen, faulty hardware pieces slip through. >> reporter: we reached out to apple and the